Customer Movement Manager

Customer Movement Manager

The Customer Movement Manager serves as the primary customer advocate and customer communication interface within the Global Control Center during their shift. This role is embedded on the GCC Bridge and collaborates closely with Dispatch, Maintenance Control, Ground Operations, and Crew Scheduling to monitor flight movements, anticipate disruptions, and support real-time operational decision-making through the lens of customer impact. The Manager ensures that customer communications are timely, accurate, and aligned with recovery strategies. This role is critical to delivering an outstanding customer experience, especially during high-visibility events, seasonal operations, or irregular operations.

Responsibilities :

• Monitor operational status for high-visibility flights and escalate customer concerns to the Director GCC as needed.
• Collaborate with the GCC Bridge team to advocate for commercially critical decisions and flag competing priorities early.
• Serve as the primary outbound communicator to customer operations teams during disruptions, providing updates on delay causes, recovery actions, and next steps.
• Document and track customer impacts and communications per SLA protocols.
• Support implementation of proactive planning measures for special operations (e.g., holiday peaks, charters).
• Assist with IROP playbooks, contingency plans, and customer-specific recovery scenarios.
• Represent customer priorities during operational planning discussions and handovers between shifts.

Qualifications :

Preferred Qualifications :

Salary Range : $75,000-$107,000